RENUND

I agree with tivsol, there is so many 3D packages, renderers, game engines etc, you can not possibly expect an artist to check if it import or render exactly the same in all applications.
Some stuff are very easy to fix. So what if he provides gloss map instead of roughness, it takes 2 seconds to inverted, come on now, his model is over $100, how can you spend this much money in a model without knowing the basics of 3D.

I would recommend a rating for the buyer. To label similar.
Those who try to resolve disputes on the side of the payment system without the participation of the trading platform and the seller

I see that you are trying to get out of this awkward situation when we all understand that you did not do it right.
We are not schoolchildren, so as not to understand the evidence of the situation.

The artist in vain indicates the parameters?

No gentlemen, you can not do this. We do not trade in physical goods.
This problem gives reason to think that the artist is not protected by CGTrader.

"Again, the issue remains that there is a mismatch between the information provided for the buyer and what the files contain."

in the product description contain the following information:
Geometry - Polygon mesh
Polygons - 136.472
Vertices - 127.560
Textures - YES
Materials - NO!!!!!!!!!!!!!!!!!!!!!
UV Mapping - YES
Unwrapped UVs - Mixed
Plugin Used - No

Materials - NO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ))))

"Artist is given the opportunity to correct, solve the problem of the buyer." - Yes! And as you can see from our conversation with the buyer - the problem was solved!

about PBR
I use one of two possible standards of shaders (PBR specular)
Albedo, AO, NormalMap, Specular, Gloss, Opasity, Emission

in different packages these textures can be combined
as you said yourself Utiny for the texture of the gloss you need to put in the alpha channel of the specular...
but I can't create all the options for all programs! sorry, but that is no reason to free to give my products!

Hi again,

As for the 3Ds Max file, out-of-the-box it does not perform as expected - it has no textures attached, so a potential buyer will have to attach everything by hand.

Again, the issue remains that there is a mismatch between the information provided for the buyer and what the files contain. In this case, this should be indicated, so that the buyer has knowledge of the fact that he will have to make adjustments prior to purchasing or a max file needs to be provided containing a representative setup for the model.

We want to make one thing clear - buyers come with a wide variety of skill levels - from enthusiasts starting out to seasoned veterans that know their way around applications. Because of this wide spectrum of experience and skill, files need to be prepared in such a way that they are accessible to any buyer. Just as purchasing any other product, you expect to get the result you see advertised, the expectation here would be for the buyer to receive what is shown in the preview images without extensive tweaks, given that the seller indicates such use cases.

Thank you for understanding.

Best regards,
Mantas

From the experience of trading in the TS In the event of a conflict situation, the Artist is given the opportunity to correct, solve the problem of the buyer.
Of course, if the artist does not respond to the ticket - then return the funds.

On how many correctly I understand, the buyer did not pretend to the quality of the model in the Unity engine.
The claim was to the model's mismatch in Max.

Hi there,

While the topology of the model and the texture quality does match, there are a couple of problems we want to address regarding the workflow that was used to prepare the model.

The textures provided by the designer do not match either of the two most widely used workflows used by PBR shaders today (neither Specular/glossiness nor Metallic/roughness). Rather, they are a combination of both, that at least in our experience, was finicky to get working properly.

Secondly, according to the description of the model is expected to work out-of-the-box in both Unity and Unreal, which is not quite true. Some textures need to be modified or are not present.

Unity's default specular shader would require the buyer to place the glossiness map inside the alpha channel of either the albedo or specular map.

As for using the model in Unreal engine - that wouldn't work out well, as the specular channel only controls the specularity for non-metals, thus requiring a metalness map and also a converting the glossiness map to a roughness map, which is fairly easy to do.

We want to be as transparent as possible when it comes to these issues - the main point of contention here was that the designer used a workflow that is not common and thus presents issues when using the model. Had we been able to find a quick fix for the problem, we would've provided it to the buyer and everyone would be happy.

In this case, due to the difficulty of the task at hand and the urgency of the request by the buyer we decided to go with a refund.

We want both you guys creating the models and the buyers to be satisfied and this requires understanding from both sides- we will have your back and solve any issues for buyers in most cases, but in turn both we and the buyers expect the models to be representative of the information you provide about them.

For more information, you can always contact CGTrader Support (support@cgtrader.com)

All the best,
Mantas

Of course the best solution is to first contact the support CGteam

from Spain, but he is Russian-speaking

from which country was the purchase made?

I think there is CGtrader a mistake
I hope the SG team understands this and will return the money to the artist, even if they have already been returned to the buyer.
Otherwise, this is a loss of business reputation.
I temporarily refrain from a more detailed opinion

Tim, keep me informed please.

I ask you to understand this injustice to me!
this product has been downloaded many times and nobody complained about its quality!